Centre Experience Manager - For Flight Attendants & Cabin Crew Only

betterteam@thebetterway.co

About BetterWay

BetterWay is an outcome focussed, full-stack, chronic care platform, deeply rooted in the Ayurvedic science of holistic medicine. We own the Patient journey end to end, making it transparent and accessible for Urban users, who suffer from a chronic lifestyle disorder.

To fulfill this promise, our gene has two intrinsic values:

1.Patient ownership i.e. owning the patient journey end to end via the diagnosis, panchakarma, medicine, and diet counselling.

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Scale & Growth Outlook

By the 5th year into its journey, BetterWay would be on its way to treating 5 lakh patients annually. This will be achieved by protocol-driven super specialty among top 4/5 Chronic ailments. Enabled by a world-class, IP-owning care community of nearly 200 clinicians and 300 therapists. In this journey, BetterWay IP Medicines and Supplements will be directly consumed by 10Lakh+ Happy users and families of BetterWay-treated patients. BetterWay will be India's trusted household name & default reference point, for all things related to Ayurvedic medicine, treatment, and supplements

What is needed of you?

About the Role

BetterWay treats chronic lifestyle disorders using evidence-based Ayurved, enabled by technology. It has multi-specialty Ayurved day-care centers with expert Doctors and Paramedics.

At the core, for each user/patient, BetterWay advocates holistic, nature-aligned lifestyle choices. We believe BetterWay center experience is the key platform in fostering an environment where our caregivers can serve our patients in the best way possible

Delivering Best Patient Experience:

• Ensure that patients are heard, guided, and reassured at every touchpoint
• Ensure that patients are never left unattended or unclear about the next steps in their care journey.
• Ensure that patients’ concerns and feedback are addressed in a timely and empathetic manner.

Upholding High OPD Standards:

• Work closely with the OPD Supervisor and other staff to ensure that SOPs are followed - especially around hygiene, punctuality, and courtesy.
• Conduct daily check-ins to assess standards of hygiene, availability of brand & reading materials, staff grooming, and overall readiness of the OPD to receive patients.
• Flag any infrastructural or supply needs to the right teams proactively.

Quality Monitoring & Improvement:

• Identify recurring issues or gaps the in patient journey or service delivery, and take corrective actions.
• Get feedback from patients through soft conversations or feedback forms and use these insights to make actionable improvements.

Brand Representation:

• Be able to confidently speak to patients about BetterWay’s vision, medicine team, treatment process, Panchakarma procedures, specialty programs (e.g., Ayurvedic Psychiatry), outcomes, and key differentiators.
• Ensure OPD supervisors and other staff are also able to communicate confidently and warmly with patients.
• Maintain printed collaterals and educate and inform walk-ins about packages or ongoing offers, if needed. (will not sell or push any packages or services but will only guide and inform, where required.)

Crisis Management:

• Ensure patients’ comfort in case of escalation, absence of concerned POC (doctor, technician etc.), grievance etc and timely solution for the same.
• Collaborate with the Operations team and Medicine team to ensure handling of any escalation.

What we desire?

Bachelor/Masters degree in hospitality and hotel management, or a related field

• 1-6 years of experience in hospitality, hotel management, or a similar role
• Strong organizational, problem-solving, and multitasking skills
• Excellent communication and interpersonal skills.

Who will love it here?

• Young graduates who desire true startup experience. Who love the hustle, count outcomes not the hours and effort.
• Passion to build a brand, business and institution from scratch.
• Those who enjoy real on the ground connect, natural to chai pe churcha and engage with free unassuming spirit.
• People who care for integrity, honesty, adaptability, and quality of care, with high accountability.
• Like to challenge and be challenged, sport enough to take setbacks positively, however tenacious to not give up easily.